My parcel was not in the Pick-up point. What should I do?

You will receive several emails throughout the delivery process of your parcel:

• You will receive an email as soon as the sender tells us they want us to deliver your parcel and provides us with your email address.
• On the day of delivery, you will receive an email stating the time of delivery. If you will not be home at that time, the email enables you to indicate where you want your parcel to be delivered.
• If the postman delivered your parcel in your letterbox, in a safe place or to a neighbour, you will receive a confirmation email.
• If your parcel is available at a Pick-up Point, Parcel Locker or point of sale, you will receive a confirmation email.

Every email includes a link to track your parcel via our Track & Trace page. You can also track your parcel at any time in the My bpost app or on Track & Trace. If the status of a parcel changes, you will be informed with a notification in the app. You can always choose where your parcel will be delivered if you are not at home.

Occasionally the people at the Pick-up point won’t have had the chance to process your parcel, so they won’t be able to find it for you or hand it over immediately. To make sure the parcel is ready for you, check the My bpost app or Track & Trace before you go to the Pick-up point. If your parcel should be available at the Pick-up point according to Track & Trace, but it isn’t, ask for more information via the chatbot, in Track & Trace or in the My bpost app. This should be the quickest way to get an update on the status and the whereabouts of your parcel. If not, as a last resort you can fill out the online form at the bottom of this page to start an investigation. To start a chat, simply enter the barcode number and postcode of your parcel in Track & Trace.

Your parcel remains available at a Pick-up point for 14 calendar days and at a Parcel Locker for 5 calendar days. After that it will be sent back to the sender.